What causes damp — and why it matters
Damp and mould can appear for different reasons, but whatever the cause, we’ll work with you to fix it fast.
Damp occurs when excess moisture builds up - through leaks, condensation, or poor ventilation.
Mould is a fungus that grows on damp surfaces, often when leaks occur, air can’t circulate, or walls stay cold.
If left untreated, damp and mould can damage your home and affect your health — especially for older people, or anyone with asthma, a low immune systems, or breathing problems.
Condensation damp: caused by everyday moisture from cooking, bathing, or drying clothes.
Penetrating damp: from leaks or damaged roofs, gutters, or walls.
Rising damp: ground moisture travelling up through floors or walls.
No. Damp and mould are rarely caused by residents. Our focus is on solving the problem, not placing blame.
People: We listen, act early, and treat everyone with fairness, kindness, and respect.
Places: We provide safe, healthy homes.
Partnerships: We work with you to fix the cause and stop it returning.
See also: Emergency Repairs and Repairs and Maintenance
How do I report damp or mould?
The sooner we know, the sooner we can put it right — please don’t wait to contact us.
You can contact us:
Online: via our [repairs form] (for non-urgent issues)
By phone: 01522 514444 (option 2) — for health or safety concerns
By email: repairs@lacehousing.org
In person: tell any member of staff
Tell us where the damp or mould is, how long it’s been there, and whether anyone in your home has a health condition.
We’ll log your report, arrange an inspection, and keep you updated.
If it’s urgent, we’ll respond the same day under our Emergency Repairs policy.
If the problem spreads, affects electrics, or becomes unsafe, please call us again so we can act immediately.
We record updates in our repairs system to track progress, confirm actions, and make sure the problem doesn’t return.
What can you expect once you report damp or mould?
Awaab’s Law sets clear rules — we must investigate and fix any damp or mould that affects health or safety.
Day Zero” is the date we first know about a potential hazard — whether you report it, a staff member notices it, or a contractor alerts us.
Emergency hazards: attend, investigate, and make safe within 24 hours.
Significant hazards: inspect within 10 working days and issue a written report within 3 working days.
Follow-on works: start or take steps to start - repairs within 5 working days of issuing the report.
12-week backstop: all major work must be underway within 12 weeks.
Read our Damp and Mould Factsheet for more details.
We’ll respond the same day, make your home safe, and arrange any temporary accommodation if needed.
See our Emergency Repairs page for more information.
We’ll update you throughout — explaining what we’ve found, what we’re doing and when the work will be complete.
We’ll revisit after the repair to make sure the cause has been fixed and the area is safe to live in.
How can we help stop damp or mould returning?
Small daily actions, plus regular checks from us, can help keep your home dry, warm and mould-free.
Keep air vents and extractor fans clear.
Open windows regularly to let fresh air circulate.
Close kitchen or bathroom doors when cooking or bathing.
Wipe condensation away early before mould can form.
Let us know — we can review your home for extra ventilation, insulation or other improvements.
We can offer practical advice and, in some cases, provide dehumidifiers or other equipment to help control moisture.
See our Aids & Adaptations factsheet.
Our Housing and Support Team can offer extra guidance or referrals to partners if damp or mould affects your wellbeing.
Find contact details on our Get Support page.
People: We listen and act with care.
Places: We maintain warm, healthy homes.
Partnerships: We work together to prevent problems returning.
See also: Emergency Repairs and Repairs and Maintenance
